The Volunteer Coordinator role at King's is an important part of the patient experience function, working tirelessly to support the recruitment, training, placement and pastoral care of King's' 1,700 volunteers. The role exists to support the experience and care of King's patients and ensure that volunteers get the most rewarding and meaningful experience themselves in return. Volunteers have extremely varied personal and professional experiences and work across over 100 different areas of the hospital, meaning that there is a great deal of new and unique challenges faced on a regular basis as we support their journey with us. The Volunteer Service is a part of the patient experience function and includes the Cash Office, the PALS team, Chaplaincy and Patient Engagement functions who all work together to support the Trust in achieving its goals.

Requirements

• Good GCSEs (including Maths and English) plus NVQ3 or equivalent relevant experience
• Experience in role with significant administration content working to defined timescales to deliver an outcome
• Significant customer service experience
• Experience of engaging with a wide range of key stakeholders both within and external to an organisation
• Demonstrable good oral and written communication skills
• Highly motivated self-starter, willing and able to act on own initiative, as well as work within a team

Responsibilities

• To support with the administration of placing volunteers, including providing administrative support to the placement process ensuring specified timescales and KPIs are met, assisting the placement supervisor in placing volunteers in relevant roles, revising role descriptions, checking rota attendance, and addressing and resolving issues.
• To support the placement supervisor in the administration of ad-hoc volunteer support requests.
• To work with the placements coordinator in the administration of the volunteer database maintaining accurate records and producing reports as and when requested.
• To agree with volunteers and placement managers start dates, ensuring volunteers know where to go, when to arrive and who to ask for.
• To ensure that volunteers receive ID cards and complete their local induction and associated paperwork when starting their placement.
• To maintain volunteer management system placement records, rotas and schedules ensuring these are kept up-to-date and shared with all relevant stakeholders.
• To respond to reference requests within appropriate timescales.
• To manage the reimbursement of volunteer travel and meal expense claims.
• To act as the first point of contact for volunteers on placement, communicating regularly and effectively with volunteers and placements throughout the process, using standard templates as a guide.
• To actively engage with volunteers, gaining understanding of their experience to ensure that expectations are being met so as to ensure high retention.
• To ensure volunteer are signing in and out on Better Impact and approving their shifts.
• To ensure standards are maintained and to offer support to volunteers where behaviours aren’t at the expected level, escalating issues to placement supervisor where appropriate.
• To actively engage with staff in placements to ensure volunteers are adding value to their departments.
• To be responsible for data integrity in the volunteer management system, ensuring attention to detail in all data entry and conducting regular compliance checks to ensure data accuracy.
• To have a full understanding of Better Impact, supporting the team to use it to its full capabilities.
• To run regular reports on volunteer activity using Better identifying weaknesses and providing suggestions for improvement.
• To use Better Impact to report monthly and as requested on key performance metrics, and protected characteristics.
• To support the Placements Supervisor with volunteer events, celebrations and social activities, including researching ideas, themes, locations and suppliers, producing and distributing invitations and managing responses.
• To liaise with suppliers and venues to confirm booking, catering and supplies.
• To support with setting up and cleaning up of venue.
• To follow up with attendees, using feedback from surveys to ensure continuous improvement of activities and events.
• To engage with team and to review daily and weekly internal Trust updates to gain content for the production of the weekly email to volunteers.
• To support overall KPI attainment of the service, being held accountable for the delivery of own KPIs, ensuring KPI tracker is updated regularly to demonstrate progress.
• To engage collaboratively with team members to support overall KPI attainment of the service.
• To maintain a list of actionable builds for future years of the programme based on volunteer and staff feedback.
• To support the placement supervisor develop the programme further, rolling out new opportunities building on the learnings and success of existing programmes.
• To engage collaboratively with team to support continuous improvement of the service working towards ensuring King’s is the hospital of choice for volunteering.
• The post holder has a general duty of care for their own health, safety and wellbeing and that of work colleagues, visitors and patients within the hospital, in addition to any specific risk management or clinical governance accountabilities associated with this post.
• To observe the rules, policies, procedures and standards of King's College Hospital NHS Trust together with all relevant statutory and professional obligations.
• To live and role model the King’s Values of: Kind, Compassionate, Team.
• To observe and maintain strict confidentiality of personal information relating to patients and staff.
• To be responsible, with management support, for their own personal development and to actively contribute to the development of colleagues.
• This job description is intended as a guide to the general scope of duties and is not intended to be definitive or restrictive. It is expected that some of the duties will change over time and this description will be subject to review in consultation with the post holder.
• All employees must hold an 'nhs.net' email account which will be the Trust's formal route for email communication.

Benefits

• Salary: £30,546 - £32,207 per annum, including high cost allowance
• The Trust provides a full range of local and specialist services across its five sites.
• The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King’s to another level.
• We encourage all our staff to have a healthy work/life balance. In doing so, you can apply for flexible working from the beginning of your employment. We offer a range of options which are designed to suit different circumstances and priorities in line with service requirements.
• Click here to see the range of benefits we offer

Application Process

• Check your email account regularly as this is how we will communicate with you
• If you delete the job from any of your accounts, you may be prevented from accessing further communications
• To enquire about your application or inform us of any changes in your circumstances, please contact the named person on this advert
• Please provide email addresses for referees where possible
• Please review the documentation on our recruitment microsite, particularly the Trust’s criminal records checking policy
• All staff have a responsibility for safeguarding children and vulnerable adults and for ensuring they are aware of the specific duties relating to their role.
• Please note that the closing date is given as a guide. On occasion, we might close a vacancy early due to a high number of applications being received. You are advised to submit your application as early as possible to avoid disappointment.
• This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
• Apply online now

About King's College Hospital NHS Foundation Trust

King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£1.8 billion, 1.5 million patient contacts a year and more than 15,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King’s College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in the London Borough of Bromley.

We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.

King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.

King's College Hospital is part of King's Health Partners Academic Health Sciences Centre (AHSC), a pioneering collaboration between King's College London, and Guy's and St Thomas', King's College Hospital and South London and Maudsley NHS Foundation Trusts.

Contact

• Name: Luke Palmer
• Job title: Patient Experience Lead
• Email address: luke.palmer1@nhs.net
• Telephone number: 020 3299 5110